Hitachi Solutions
Digital, Data and Technology consultancy
ServiceDeliveryManager
“Service Delivery Manager at Hitachi Solutions. Skills: Service Delivery Management, Customer Relationship Management, Operational Excellence, Financial Management. Lead and adopt client engagement initiatives in line with the Hitachi Customer Experience Programme. Lead and engage key client stakeholders to establish a trusted advisor relationship with business decision-makers”
What You'll Achieve.
Maintain high customer satisfaction ratings; ensure successful service delivery in line with Hitachi's standards; drive service excellence through proactive client engagement; ensure customer contract renewals are priced correctly; ensure the successful transition of clients into service
Industry & Context.
Ability to understand what our client is trying to achieve their strategic goals, challenges, and desired outcomes
Security Clearance or Security Clearance eligible, expected to come into our or customer’s offices regularly
What They're Looking For.
Must Have
2–5 years+ experience in the role of Service Delivery Manager or Customer Success Manager, Exceptional customer-facing skills, people management and communication skills, A passion for service delivery, customer satisfaction, and solution adoption, Ability to understand what our client is trying to achieve their strategic goals, challenges, and desired outcomes, Comfortable working in a dynamic environment and adept at managing change effectively, Security Clearance or Security Clearance eligible
Nice to Have
Knowledge of the ITIL Framework or Project Management (certification preferred), Experience managing service delivery for Dynamics 365 or other cloud-based business applications, Understanding of CRM, ERP, and SaaS applications
What You'll Do.
Lead and adopt client engagement initiatives in line with the Hitachi Customer Experience Programme
Lead and engage key client stakeholders to establish a trusted advisor relationship with business decision-makers
Maintain high customer satisfaction ratings
Take contractual responsibility for assigned conduct regular customer service reviews and manage customer engagement against work order obligations
Maintain operational accountability for your own customers’ service delivery performance
including producing service reports
creating and maintaining service delivery plans
and implementing and tracking customer CSI activities
Take commercial responsibility for your own customers
managing pre-pay allocations
drawdowns and invoicing
and profitability reporting
Provide accurate and regular feedback and reporting to senior SDMs
the Head of Service Delivery
on the performance of service delivery against contractual
and operational criteria
Build relationships with UK and international Hitachi teams and stakeholders to facilitate effective communication between Hitachi departments
Engage in LTS presales for existing prepare and deliver pre-sales presentations
Align with Hitachi commercial stakeholders
providing data and analysis to ensure customer contract renewals are priced correctly
Align Hitachi services to meet clients’ business challenges and ensure the successful transition of clients into service
How You'll Work.
Team & Collaboration
Build relationships with UK and international Hitachi teams and stakeholders to facilitate effective communication between Hitachi departments
Communication Scope
people management and communication skills
Process & Methodology
Project Management (certification preferred)
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